Melanie Phillips is a 2005 Graduate of Hilbert College with a degree in Human Services. Since that time she has spent much of her professional career in the financial industry specializing in Customer Relations and changing the Customer Experience.
The majority of her career has been spent working at First Niagara Bank developing programs and policies to help structure and streamline the handling of customer complaints. She worked closely with regional and federal government agencies to ensure that the institution was following all regulations in addressing customers and conducting research.
She was a leader in developing a customer service complaint program, educating bank employees how to deescalate negative customer responses and led the training for multiple telephone service centers. She also led the way for the bank’s first customer complaint tracking system. She demonstrated how to respond to inquiries while retaining the customer’s loyalty and improving the customer experience.
Melanie resides in Hamburg, NY with her husband Eric and their two young daughters; Annika and Sydney.